Refund Policy — DispatchHQ

Introduction

Thank you for choosing DispatchHQ. This Refund Policy (the "Policy") describes the terms and conditions under which DispatchHQ Technologies Private Limited ("DispatchHQ", "we", "us", or "our") processes refund requests for paid subscriptions, add-ons, and other charges associated with our Software-as-a-Service (SaaS) transport-management platform (the "Platform").

This Policy is incorporated by reference into our Terms and Conditions. By creating an account, subscribing to a plan, or paying any fee on the Platform, you (the "Subscriber") acknowledge that you have read, understood, and accepted this Policy. If you do not agree, please do not subscribe to or use the Platform.

General Refund Principles

DispatchHQ operates on a post-utilisation subscription model. This means that fees become payable for the right to access and use the Platform during a defined billing period and are generally non-refundable once the corresponding billing period has commenced or services have been rendered.

Subscription-based

Fees fund continuous access to the Platform during the billing cycle and are not pro-rated for unused days.

Non-transferable

Subscriptions, credits, and any approved refund are tied to the original Subscriber account and cannot be transferred or assigned.

Discretionary

All refunds are issued at the sole and reasonable discretion of DispatchHQ, except where a refund is mandated by applicable law.

Eligibility for Refunds

New Subscriptions — 7-Day Grace Period

New paid Subscribers may request a full refund of the first paid invoice within seven (7) calendar days of the date of the first successful payment, provided that:

The request is submitted in writing to billing@dispatchhq.com from the registered admin email of the Subscriber organisation.
The Subscriber has not previously availed a free trial, promotional credit, or any earlier refund of DispatchHQ.
The account has not been suspended or terminated for breach of our Terms and Conditions.
The Subscriber agrees to immediate termination of access on the date the refund is approved.

Renewals & Continuing Subscriptions

Subscription renewals (monthly, quarterly, or annual) are non-refundableonce the renewal invoice has been generated and the corresponding billing period has commenced. The 7-day grace period described above applies only to a Subscriber's first paid invoice and is not available on renewals, re-subscriptions after cancellation, or upgrade/downgrade events.

Documented Service Interruptions

Where the Platform is materially unavailable for a continuous period exceeding twenty-four (24) hours during a billing cycle solely due to a fault attributable to DispatchHQ (excluding scheduled maintenance, third-party outages, force-majeure events, and Subscriber-side issues), DispatchHQ may, at its discretion, issue a service credit equal to the pro-rated subscription value for the affected period. Service credits are applied to the next billing cycle and are not paid out as cash refunds.

Account Termination by DispatchHQ

If a Subscriber account is suspended or terminated by DispatchHQ on account of a breach of the Terms and Conditions, fraudulent activity, illegal use, non-payment, or any conduct that puts the Platform, its users, or third parties at risk, no refund will be issued for any unused portion of the subscription, add-ons, or other paid charges.

Non-Refundable Items & Situations

The following are expressly excluded from any refund (whether full or partial), even within the 7-day grace period:

Add-on charges already consumed (extra branches, additional drivers, mobility add-ons, per-duty platform fees) for the period in which they were active.
One-time fees including, but not limited to, custom development, data-import or data-migration services, training sessions, dedicated onboarding, and consulting engagements.
Subscriptions purchased under a promotional discount, special offer, partner code, or referral credit, unless the offer terms expressly provide for a refund.
Charges for SMS, WhatsApp, or other usage-based notifications already dispatched to recipients.
Third-party fees passed through DispatchHQ, including payment-gateway fees, taxes, GST/CGST/SGST/IGST, and bank charges.
Any fees incurred after the Subscriber has been notified of an upcoming policy or pricing change and has continued to use the Platform.
Refund requests submitted more than ninety (90) days after the disputed charge.

Refund Processing

Review window

Up to 7 business days from receipt of a complete refund request.

Method of refund

Same payment method used for the original transaction (Razorpay, bank transfer, UPI).

Settlement time

7–14 business days for the refunded amount to reflect on the Subscriber statement, depending on the bank or payment instrument.

Approved refunds are processed in Indian Rupees (INR) at the original transaction value. Currency-conversion losses, foreign-exchange spreads, and bank charges, if any, are borne by the Subscriber.
DispatchHQ reserves the right to request reasonable supporting documentation (invoice number, payment reference, organisation name, GSTIN) to verify the refund request.
Where applicable, GST and other indirect taxes will be reversed in line with the prevailing tax law on the date the refund is processed.
A refund email confirmation will be sent to the registered admin email once the refund has been initiated by our finance team.

How to Request a Refund

To submit a refund request, write to billing@dispatchhq.com from the registered admin email of your organisation, with the following information:

Account details

Organisation name, registered admin email, and (if available) DispatchHQ organisation ID.

Invoice reference

Platform invoice number (format DHQ-YYYY-MM-NNNN) or Razorpay payment reference for the disputed charge.

Reason

A clear description of the reason for the request and any supporting evidence (screenshots, error logs, support-ticket numbers).

Preferred outcome

Whether you are requesting a refund, service credit, or invoice adjustment.

Incomplete requests will be returned for further information; the 7-business-day review window restarts from the date a complete request is received.

Cancelling Your Subscription

You may cancel auto-renewal of your subscription at any time from Settings → Billing inside the Platform, or by emailing billing@dispatchhq.com.
Cancellation takes effect at the end of the current paid billing period. Your account remains usable until that date.
Cancellation does not, by itself, trigger a refund. Refund eligibility is governed by the sections above.
You may export your operational data (customers, drivers, duties, invoices) at any point before the end of the paid billing period via the export tools available within the Platform.

Chargebacks & Disputes

Before initiating a chargeback or payment dispute with your bank or card network, we request that you contact billing@dispatchhq.com so we can resolve the matter directly. Direct resolution is typically faster and avoids the dispute marker on both sides.

A chargeback raised before exhausting the refund process described in this Policy may be treated as a breach of our Terms and Conditions and may result in immediate suspension of the account, retention of all data pending resolution, and recovery of associated bank fees.

Where a chargeback is found by the issuing bank or network to be without merit, DispatchHQ reserves the right to recover the disputed amount, plus reasonable processing costs, by any lawful means.

Fraudulent or Abusive Requests

DispatchHQ reserves the right to refuse a refund request, suspend the account, and pursue any available legal remedy where the request is, in our reasonable opinion, fraudulent, abusive, made in bad faith, or part of a pattern intended to obtain free use of the Platform (including, without limitation, repeated grace-period refund cycles, use of stolen payment instruments, or misrepresentation of identity or organisation).

Changes to This Policy

We may update this Refund Policy from time to time to reflect changes in our practices, in applicable law, or in our payment partners. Material changes will be notified to organisation administrators by email and through the Platform interface at least fourteen (14) days before they take effect. The version of the Policy that applies to any given charge is the version in force on the date that charge was incurred.

Governing Law & Dispute Resolution

This Policy is governed by the laws of India. Any dispute, controversy, or claim arising out of or relating to this Policy that is not resolved by good-faith negotiation within thirty (30) days shall be referred to binding arbitration under the Arbitration and Conciliation Act, 1996, with the seat of arbitration in Bengaluru, Karnataka, India, and the language of arbitration in English. Subject to the arbitration clause, the courts at Bengaluru shall have exclusive jurisdiction.

Contact Us

For any refund or billing question, reach out to our finance team:

billing@dispatchhq.com support@dispatchhq.com